DEVELOPERS
AS YOUR DEVELOPMENT GOES UP, WE GIVE YOU THE VISIBILITY YOU NEED
ProHome’s complete Multi-Family Warranty Management Program for Developers is an asset to condo projects. ProHome also has the unique ability to assist developers with their apartment projects and hotels. Whatever type of residential development, we can help.
LET OUR EXPERIENCE AND KNOWLEDGE SUPPORT YOUR BRAND AND DEVELOPMENT
ProHome has built its reputation as a leader in Multi-Family Warranty Management Services, by working with over 50 Developers on more than 100 Multi-Family projects in the DC Metro area over the last 20 years. Our full service Multi-Family warranty management program is designed to meet your needs.
SO YOU KEEP BUILDING FORWARD!
PROHOME SERVICES
Support services based on development projects
– Condos, Apartments, or Hotels
- Developer Acceptance Punch Walk Process
- Buyer Punchlist Walk
- Buyer Punchlist Verification Walk
- Weekly Developer/Builder Calls
- Weekly Reporting
- Post-Construction Warranty Management
- Scheduling Warranty Contractor Work
- Take and Triage all Buyer Calls
- Provide 24/7/365 Emergency On Call Assistance
- Maintain all Communication
PUT OUR EXPERTISE TO WORK FOR YOU
DEVELOPER ACCEPTANCE SERVICES
- Initial punch walks conducted using recognized industry standards
- Punchlist items entered in your General Contractor’s punchlist application
- Back-walks to verify and close out punchlist items
- Continuous process until punchlist is completed and unit is accepted
- Ongoing communication with development team to ensure desired delivery outcomes
- Field team scalability to support projects of any size — from boutique to multi-building projects with 1,000+ units
WARRANTY MANAGEMENT SERVICES
- Comprehensive third-party warranty management
- Warranty Service Guide aligned with NAHB’s Residential Construction Performance Guidelines (RCPG)
- Impartial application of written warranty standards
- Dedicated field and admin staff
- Consistent & layered homeowner education on maintenance responsibilities
- Buyer walkthrough programs — pre and post settlement
- Field all homeowner warranty communications (Calls & Emails)
- 24/7/365 homeowner emergency assistance & troubleshooting
- Coordination, scheduling and completion tracking of all approved warranty items
- Improved legal protection through comprehensive warranty documentation
- Weekly Developer Meeting — You’ll retain complete control of your warranty program in just one hour per week
DEVELOPERS GAIN
REAL SAVINGS
TIME SAVINGS
ProHome handles warranty walkthroughs, item tracking, service calls, and all related scheduling.
PERSONNEL SAVINGS
Your project managers can focus on building, while staff is free from needing to manage or resolve warranty issues.
COST SAVINGS
We don't get paid until you do. Your warranty management overhead costs are aligned with revenue generation.
HOW PROHOME WORKS
FOR MULTI-FAMILY
1. DEVELOPER ACCEPTANCE PUNCH WALK PROCESS
A trained member of our ProHome team will complete an initial punch walkthrough of all units, and then perform back-walks based on the General Contractor's schedule to verify and close out completed punchlist items. We continue this process until each punchlist is completed and all units are accepted by the developer.
2. NEW HOME ORIENTATION WALK THROUGH
A trained member of our ProHome team will walk the homebuyer through their condo unit to answer any questions, explain how the home’s mechanical systems work, and give expert home maintenance advice to best protect their investment. We create a detailed punchlist based on the NAHB’s RCPG. Throughout this walk through, we reinforce the difference between the developer's warranty obligations, as they apply to the unit, and the homeowner's ongoing maintenance responsibilities. Additionally, we educate them that all common element issues must be reported to the property management company. This step of homeowner education helps reduce unqualified warranty claims.
3. DEDICATED ACCOUNT MANAGERS
Your homeowners will have a dedicated account manager.
This means that if they call with a concern, they don’t speak to a random stranger—who might just be in a call center. Your buyers speak with the same small team every time. Our team knows you, your projects, your buyers, and your property management team – and we provide pro-active communication and timely responses to keep everyone informed. We provide excellent customer service to resolve issues promptly.
4. WARRANTY MANAGEMENT
ProHome’s Client Service Team and leadership will provide ongoing Warranty Management Services throughout the statutory warranty term of each Condominium Unit. This on-going level of customer care ensures your homeowners are taken care of, enhancing the buyer experience and your brand image while reducing legal vulnerabilities.
ProHome will field all homeowner warranty inquiries, inspect all 30-Day and 11-Month warranty claims, and coordinate all approved warranty repairs with the homeowner and applicable subcontractor(s). During the weekly project review meeting, your assigned Client Service Team will review newly inspected warranty claims, upcoming walkthroughs, outstanding warranty items per unit, and pertinent homeowner conversations. This comprehensive level of visibility into your project and subcontractor performance reduces potential problems and keeps your finger on the pulse while only spending 1-hour per week on warranty related matters.
5. HOMEOWNER PHONE CALLS
We field all homeowner inquiries throughout the warranty term, so you and your team don’t have to.
This provides a high-touch level of customer care and elevated brand value.
For emergencies, all calls are processed 24-7-365. We troubleshoot the emergency with the homeowner, and dispatch one of your subcontractors if the situation calls for it.
For non-urgent issues, we troubleshoot with the homeowner and use their photos or videos to determine if the issue should be addressed immediately or if it should be addressed during the 30-Day or 11-Month inspection windows.
6. INSPECTIONS
A trained ProHome team member will inspect the homeowner’s 30-Day and/or 11-Month inspection list(s).
We will make warranty determinations with the homeowner(s) regarding which claims are warrantable and which claims are non-warrantable based on the NAHB’s RCPG standards. For non-warrantable claims, you retain complete control over your warranty program by being able to determine if you would like to exceed the RCPG standards and perform a good faith repair for them.
7. REPAIRS
If a claim is covered under warranty, we coordinate with your homeowners and schedule your subcontractors to perform all approved warranty repairs. We track each claim to completion. There’s no additional fee assessed by us, no matter how complex or time-consuming any warrantable repair ends up being.
8. ACCURATE RECORDS
We maintain detailed records of all interactions with the homeowners and all subcontractors, archiving all calls, emails, and documents. This includes keeping the homeowner’s signed warranty documents on file.
We retain all records for 11 years to protect our developers against any potential legal claims and to reduce their legal exposure.
9. WEB-BASED SYSTEM
Our proprietary software platform, ProHomeLive, enables developers and homebuyers alike to log in anytime to view the status of a warranty claim, or repair.
Our system also allows homeowners the ability to upload images and documents, serving as a one-stop solution for filing and tracking claims through to successful service completion. Our system also provides powerful reporting options designed to provide our developers visibility into their projects to see potential issues and trends.